Beyond the contact center: Turning every interaction into enterprise action

Unify live customer interaction data with Databricks’ governed enterprise lakehouse and Avaya Infinity’s orchestration layer to power real-time AI and cross-enterprise decision making.

Every day, your contact center captures millions of customer conversations—the most valuable intelligence around customer experience your organization owns. Yet for most enterprises, this data remains locked in operational silos.

In this exclusive on-demand session, TDWI Research Fellow Donald Farmer joins technical leaders from Avaya and Databricks to demonstrate how leading enterprises connect live customer interaction signals with enterprise-wide data systems. Discover how to move from static data repositories to real-time, closed-loop enterprise action without costly vendor lock-in.

Key takeaways:

A governed intelligence foundation: See how Avaya Infinity acts as an intelligent orchestration layer connecting customer interactions and frontline agents, with Databricks serving as the governed enterprise data lakehouse underneath.

Real-time agent guidance: Learn how generative AI retrieves CRM, billing, and transactional history in the flow of live conversations to surface trusted, context-aware agent recommendations.

Shrinking analytics cycles: Discover how closing the loop between frontline interactions and enterprise intelligence compresses operational improvement cycles from months to days.

Open architecture and governance: Understand why open standards like the Model Context Protocol (MCP) eliminate vendor lock-in while preserving enterprise-grade data security, sovereignty, and compliance.